© 2010 IBM Corporation1

Advanced Case Managementfor a Smarter Planet

© 2010 IBM Corporation3

Lev

el o

f ad

op

tio

n Representative Industries

ElectronicsChemicals & Petroleum

High-Tech ManufacturingAutomotive

BankingHealthcare

GovernmentFinancial Markets

InsuranceMedia & Entertainment

Representative Industries

Today Future

Custom (Legacy) Environment

Integrated Solutions ISV-dominated Environment

Clients increasingly want integrated, high-value solutions to solve industry-specific business challenges

Client Buying Behaviors are Shifting

© 2010 IBM Corporation4

Knowledge workers in all industries must do more with less…

…yet business needs to improve service and manage risk while optimizing costs

Current Business Challenges…

© 2010 IBM Corporation5

Current Business Challenges

Knowledge workers in all industries must do more with less…The volume and variety of

information can be overwhelming…and it is arriving faster every day

Flexibility is essential to responding effectively to opportunities or threats

…yet business needs to improve service and manage risk while optimizing costs

Automation has handled the routine, exceptions are now the norm,

many automated processes are outsourced

Access to expertise is imperative to quality decision

making

Regulatory or legal risks impose need to

consistently adhere to critical policies and rules

© 2010 IBM Corporation6

Knowledge workers in all industries must do more with less…

…yet business needs to improve service and manage risk while optimizing costs

Case Management Can Drive Significant Business Benefits

Provide Information AccuracyProvide Information AccuracyManage RiskManage Risk

Assure Best PracticesAssure Best PracticesFoster CollaborationFoster Collaboration

Improve CustomerImprove CustomerServiceService

Speed Delivery Speed Delivery

Improve Case Improve Case OutcomesOutcomes

Create Create Competitive Competitive

DifferentiationDifferentiation

Improve Improve Operational Operational EfficienciesEfficiencies

Reduce CostsReduce Costs

Reduce ErrorsReduce Errors

© 2010 IBM Corporation7

De-Mystifying Advanced Case Management (ACM)

• Case Management typically involves creating a case file and following a process to ensure delivery of a product, services or policy. Case related information is used by case managers or a case team who collaborate to resolve and close a case.

• After a case is closed, information is typically retained for compliance or long-term business retention requirements.

• Case management is highly collaborative, dynamic, and event driven work, with typically long lived cases and processes.

© 2010 IBM Corporation8

What is Case Management? What Advanced Capabilities are Needed?bringing people, process and information together … in context of a case

• There are collaborative, ad-hoc processes

• Activities are event-driven

• Work is knowledge intensive

• Content is essential for decision making

• Outcomes are goal-oriented

• The judgment of people impact how the goal is achieved

• Process is often not predetermined

A solution pattern where… For challenges such as…

• Complex exception handling

• Complaint or dispute management

• Contract management

• Lending applications

• Benefits enrollment

• Rate case management

• …that are both horizontal and vertical in nature

That requires unique capabilities from…

• Content management

• Business process management

• Collaboration tools

• Social software

• Business rules

• And analytics

gaps exist today for driving better case outcomes

© 2010 IBM Corporation

INSURANCE HEALTHCAREBANKING GOVERNMENT ENERGY

Different Types of ‘Cases’ Exist Across Industries

Invoice, contract, employee, vendor, customer, project, change request, complaint, exception, incident, audit, eDiscovery, etc.

• Loan• Dispute• Customer• Mortgage• Account• Credit card• Personal line• Investment

• Policy

• Underwriting

• Claim

• Annuity

• Patient case

• Member

• Provider

• Benefits enrollment

• Grant

• Court case

• Citizen

• Taxpayer

• Rate case

• Claim

• Permit

• Land

• Property

However, a common pattern of challenges exists across industries

© 2010 IBM Corporation11

Announcing IBM Advanced Case Management Strategy

Advanced case management is IBM’s strategy to leverage capabilities from across IBM Software Group to deliver the advanced requirements needed to drive better case outcomes.

IBM is leveraging deep experience solving case-style business problems with ECM and BPM and adding advanced capabilities for rules, events, collaboration, social software and analytics to deliver the most comprehensive case management product in the market.

IBM Strategy Highlights Focus on optimizing case

outcomes Unifying capabilities from

across SWG and IBM Research specific to case management requirements

Approachable case solution design and composable user experience to facilitate adoption

Reusable templates and solution assets to accelerate solution delivery

© 2010 IBM Corporation12

• Product that unites content, process and people

• Delivers optimized case outcomes through analytics, rules, collaboration and social computing

• Supports work management of structured and unstructured activities

• Delivers trusted information to the case

Announcing IBM Advanced Case Management Strategy

Case Application Design

Case Lifecycle Management

Case Infrastructure Case ContextCase Runtime

Framework

CaseAnalyticsCase Templates Case

Activities

Workflow Monitoring & AnalyticsCollaborationRulesContent Social

SoftwareEvents

360o View of Case

Advanced Case Management

peopleo process o information

• Enables new levels of insight in decision making

• Manages & governs the entire case lifecycle• Provides an extensive ecosystem of partners

delivering case management solutions• Shortens time-to-value with better tools, out-

of-the box solutions and templating capabilities

© 2010 IBM Corporation13

IBM Advantage over Competition

13

• IBM ACM is a development environment which will allow customers and Business partners to develop LOB applications quickly

– Application sample templates – IBM ACM software offering is complemented by a set of to quickly implement many

types of application management files.

• IBM Unique ability to deliver the full solution bundle – Other vendors can sell components of the software not the full set of ingredients– IBM ACM takes into account the analytical, social media, collaboration, processes

and content.

• IBM already has extensive experience in Case Management applications,

– IBM is leading in the new generation of solutions for Case Management as presented by analysts (see review Forrester on "Dynamic Case Management")

• IBM Business partners solutions who own the business and technical expertise in their respective industry

© 2010 IBM Corporation14

IBM Advanced Case Management

Case Design for the Business

• Easy to use, wizard-driven

• Comprehensive across case assets

• Leverage templates for a fast start

• Significantly shortens time-to-value for case-style applications

Case Application User Experience

• Roll-based and personalized

• Flexible and extensible

• Provides deep context for case work

• Brings people, process and information together to drive case progression and better outcomes